There is always a person behind our replies. Whichever way you write, the same team sees it.
How to reach us
Reply to any message we have sent you about your file. This is the fastest route, because your file is already attached to the conversation.
From your tracking area, using the contact link on your file.
By email at [email protected].
On WhatsApp, at our business number +1 877 713 1179.
When we reply
Our team aims to respond within 2 hours. Outside that, a reply is usually waiting for you the same day.
Writing again does not move you up the queue and can split your question across two conversations, which slows things down. One message with everything in it is better than three short ones.
What to include
Your file number, which begins with VP.
The name of the traveller concerned, if you booked for several people.
What you are trying to do, and what happened instead.
If you are writing about a document, tell us which one and what you have already tried. Screenshots help more than descriptions.
If you are travelling within 48 hours
Say so in your first message, with your departure date. It changes how your file is prioritised.
What we cannot do, however you ask
Speed up the US authorities, or find out anything about a decision they have not published
Change an application that has already been filed
Promise an approval or a date
One number, one address
Our only WhatsApp number is +1 877 713 1179. Nobody from our team will contact you from a personal number, and we never ask for card details by message, on any channel.